Currys/PC World selling used TV's as new

byron_hinson

I know this is my first post and I hope this doesn't sound like i'm a real moaner but I had to let people know about the awful service I received from Currys/PC World in Cambridge. To make it a bit easier to understand - I've added the letter I've decided to write to them today.

Dear Sir or Madam:

I am writing to you today to tell you about what my family and I feel was horrendous service in your Cambridge store.

On Thursday 7th June I used your click and collect service to reserve an LG 42LM760T Television and the Blu-Ray player that came with it. We chose the click and collect service because as we have a baby we had to bring with us to the store, we wanted a quick and easy to pay for service so we could get home as soon as possible.

On Friday my wife and daughter picked me up from work to go and get the TV, as we live in St Ives the journey takes around 35 minutes. Arriving at the Currys store in Cambridge I went directly to the click and collect area where I was then told to speak to another member of staff as he was too busy to serve me.

That member of staff then said he would find me yet another member of staff to deal with my order, as they don’t allow you to pay for TV’s at the click and collect desk. Well it doesn’t say that on your site, not that it would have been much of a problem, except no one could be found for us to actually pay for the TV.

It took an additional 5 minutes to find a member of staff to deal with us. Again this wouldn’t be too much of a problem assuming everything was done properly. However once our order was dealt with, the staff member couldn’t find the promo details for the England goals deal you were running, he went off to find it yet didn’t return to us, despite holding our receipt which was proof we had bought a TV.

Another member of staff came over to us 15 minutes later and asked if we were ok, we explained why we were waiting around. He then did a tannoy announcement asking for the person who was dealing with us to return to the till.

When he did finally return to us, we already had found the promo details ourselves in that time. He then told us that the TV would be brought out for us although he couldn’t find the Blu-Ray player on the shop floor. Well I found it for him just as the TV was being wheeled out, something a customer shouldn’t really be doing.

As the TV was stood next to me (just as our receipt was signed to show we had received the goods), I glanced at the TV box and thought something wasn’t right, it looked like it had either been transported badly or had been opened previously. I decided to wait until the TV was in our car to check.

When the TV was placed in our car I could clearly see that the box had been resealed which was bad enough, but then with a more detailed check it even had the delivery address of the previous owner who received the TV. It stated that they had the TV delivered to them at the end of May and clearly returned it either due to a fault or because it wasn’t wanted. Yet most people won’t open up the box and take out the TV if it was purchased mistakenly.

I didn’t realise it was part of Currys policy to sell on used goods yet class them as brand new to customers, especially to those who are paying £1200 for an item that has taken a lot of saving for during a time of recession.

As soon as we realised it was a previously sold and opened TV, my wife went back into the store while I looked after our daughter who had already been made to wait far longer than we anticipated. It was a better idea for my wife to go in as if I went in I would have probably made even more of a scene warning other TV buyers to double check their goods.

The staff were apologetic and offered us a free HDMI cable while saying they would go and get us a brand new 42” LG TV from out back, they said their computer showed two more in stock.

We were told it would be out in 2 minutes. 20 Minutes later, yes TWENTY minutes later we were told that they had none despite a staff member saying he can’t understand why as they had only done a stock check “the other day”. They searched the floor (except where the LG stock was) and then said we could either have a TV delivered from their Bury branch or the 47” version they had in stock – silly of me to think that buying a 42” TV means we wanted a 42” TV.

In the end despite an offer of £50 off ordering it from the Bury St Edmonds branch, we decided on a refund as we didn’t really want us to give our money to a branch that seemed so incompetently run.

As I work for a reasonably large technology based website, it is a shame that after recommending the Cambridge Currys branch to friends and family, one of whom bought the LG 47” model just a few days before based on my recommendation that we were treated so badly.

Is it commonplace in Currys to sell customers used products without advertising or mentioning so when they buy it?

I’m just wondered how many other customers who are less prone to checking out packaging when they buy something have been duped by this method. TV’s tend to be returned for many reasons, some of which I’m sure is simply because they just don’t like them…but when you sell a previously opened item to customers, inform them so, especially when they spend so much money on them.

Oh and despite your staff stating there are no more TV’s in stock – the click and collect service is still showing there is at this very moment, I hope the now third hand TV isn’t once again being classed as new.

CoolHotCold

While I can't offer any feedback I can suggest you send a email to LetUsKnow@KnowHow.com

BlueC

It's a crap letter. What exactly is your point? Yes they tried to give you a returned telly, but they refunded you and offered you alternatives and money off. What do you want, blood? Why are you bothering to write to them?

dacouch

Lack of Know How

Esqui

Don't put it past people to open a TV, then put it back in the box, tape it up and claim it's unopened.

Take_it_like_a_man,_sonny

People, please think of the children, they have a baby.

byron_hinson

Take_it_like_a_man,_sonny wrote: »

People, please think of the children, they have a baby.

Glad you see it this way....oh wait

byron_hinson

CoolHotCold wrote: »

While I can't offer any feedback I can suggest you send a email to LetUsKnow@KnowHow.com

Cheers for that

George_Michael

BlueC wrote: »

It's a crap letter. What exactly is your point?

I think their point is that they are advising other MSE users of crap service from staff who don't appear to have heard of customer service and returned goods being sold as new.

Isn't the OP's post a perfect topic for a Praise, Vent & warnings board?

Take_it_like_a_man,_sonny

byron_hinson wrote: »

Glad you see it this way....oh wait

Thanks, but did the shop have a glass door?

sekrapa

I had a similar experience with Comet several years ago. My "new" TV was already tuned, had a scratched base and there were scratches over the TV case and screen. It turned out that the TV was supposed to be in the returned bay, but was wrongly placed in the new bay. It was quickly changed for a new one. They delivered the new one on a Sunday and collected the used one. Problem sorted. Did I want compensation for my inconvenience? No. I got the TV replaced a few days later when convenient for me. Overall a good service and an apology from the store manager.

It may be just a simple mix-up. It looks like they were sorry and offered a replacement. Can't see what more they can do part from coming to your house to redecorate your room for your new TV. Sometimes it can be frustrating, but mistakes can be innocently made.

Although you waited longer than expected to, staff can be busy doing several things at once.